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Customer Service Manager

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  • Location:

    Cambridge

  • Sector:

    Logistics & Customer Services

  • Job type:

    Permanent

  • Salary:

    £50000 - £65000 per annum + bonus

  • Contact:

    Sasha Porter

  • Contact email:

    sasha@pod-talent.com

  • Job ref:

    14008/001_1613636914

  • Published:

    17 days ago

  • Duration:

    Perm

  • Expiry date:

    2021-03-20

  • Startdate:

    ASAP

Are you keen to work for a disruptive Medical Device business that is making the benefits of minimum access surgery available to everyone who needs it? Are you an exceptional leader with excellent stakeholder management skills? Are you passionate about shaping logistics & customer services function? If so, then this could be the role for you!

I am looking for an experienced Customer Service Manager to manage the customer journey & order management focusing on B2B in a fast-paced consumer goods environment. You will lead, coach & develop a team of customer services specialists & drive improvements across the operation. You'll be essential to ensuring high levels of customer satisfaction and smooth operations for their Customer Support and Logistics teams in all regions.

What you'll be doing:

  • Managing the customer service strategy & improvement plans so customer expectations are met, exceeded & restored

  • Successfully managing, coaching & developing a team of customer services coordinators

  • Developing the high-standard working processes for customer fulfilment, inventory management & customer returns

  • Maintain & develop collaborative relationships with distributors, suppliers & other 3rd party providers to add more value

  • Oversee short-term supply & demand across multiple geographical locations in line with global S&OP guidelines

  • Working closely with Product Support, Service, Engineering & Manufacturing teams to forecast demand for spare parts and assemblies globally

  • Review & analyse customer performance trends, looking for opportunities for operational & process improvements, leading customer collaboration projects & continuous improvement initiatives

  • Become the main point of contact across key functions to ensure a high level of customer service

You'll have:

  • 3-5+ years' experience working in a similar role in a fast paced environment (FMCG)
    Previous roles may include Head of Customer Service, Customer Logistics Manager, Customer Service Manager, Customer Service Lead, Customer Supply Manager

  • Strong experience in a B2B environment driving customer collaboration & continuous improvement programmes.

  • Educated to degree level in a relevant field (Engineering, Business, Supply Chain, Logistics etc)

  • Previous experience managing & developing a team, building a strong team culture

  • Excellent interpersonal, communication, leadership & influencing skills

  • Strong analytical & system skills

  • Ability to understand complex operations and enthusiasm to drive change

  • MBA desirable

If this sounds like you, please apply as soon as possible with an updated CV on sasha@pod-talent.com!

Please note you need to have full right to work in the UK to apply for this role. We aim to reply to everyone who gets in touch, but volumes are high so if you do not hear from us within a week, your application has probably been unsuccessful.

Pod Talent are independent specialist recruiters in the Supply Chain, Procurement, Logistics, Manufacturing and R&D space covering roles internationally from entry to board level. We recruit for roles including Supply Chain, Demand Planning, Inventory Management, Direct and Indirect Procurement, Category Management, Logistics, Distribution, Warehousing, Production, Packaging, NPD and Quality Assurance. Please visit our website for all of our vacancies.